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Technology Stocks : Gateway (GTW) -- Ignore unavailable to you. Want to Upgrade?

To: JCS who wrote (5902)	5/27/1998 6:39:00 PM
From: epicure	Read Replies (2) \| Respond to of 8002

My spouse has had many problems with GTW customer support. Thought I would share the most recent problem with you, as it was kind of humorous. ............................................................... May 27, 1998 Gateway Customer Service Dear Sir/Madam: My company has purchased many, many Gateway computers. The number is at least 25, maybe more. I am extremely irritated at the poor service you have given us and intend to stop buying Gateway computers. The latest fiasco involves my attempt at locating the correct mini-dock for an older Gateway 2100 solo. It appears that you have changed the style of the dock and that your people tell my Senior Purchasing Agent that the former style of dock is only available if you buy it as a paired set with a CPU. Our VP of New Products wanted to have a dock for his home so he didn't have to disconnect all of the wires and whatnot from his computer every time he brought it home. Basically, this is what he wants: One computer dock/monitor/mouse system at home and one exactly like it at work. Simply move the laptop and plug it in. He doesn't expect this to be free, and money is not the object here. But since he has one dock already, he just wants another similar unit at home. Simple, right? Wrong! We have spent a week trying to get the part. I gave the Serial Number of the laptop at the time I got the ordering information from the Add-ons Department. Nobody seemed to write down the number and repeat it back nor did they say anything at the time that indicated that what I want wasn't available. What I was told to order is the wrong thing. It is a mini-dock for your new line of compact laptop computers. I got my purchasing agent, XXXXXX, involved again and he was jerked around, told by various "authoritative" sources in Sales and Technical support that "It should work." I would send the pictures as proof of the stupidity of such a statement, but you don't list email addresses (except through a CGI script). Remember, I had provided the Serial Number of the computer and the model, which one would think would allow you to figure out the right part to order. After he was assured several times by several people that we got the right part, he came back and told me that he was at a loss to explain it. It was evident to anyone who simply looked at the parts that they would not fit. I told XXXXXXX, the purchasing guy, to get an email address and that I would shoot pictures with the digital camera showing the laptop, its original docking station, and the new one from several angles to PROVE that this was not a possible exact fit component. No, it gets worse. Then XXX is told on a 3rd call, that yes we are right (duh!) and the only way to get the right docking bay is to get a WHOLE NEW COMPUTER AND DOCKING BAY as a pair. The obsolete dock was not available without buying another obsolete computer??!!! Boy, now that's a good solution. This whole process would be laughable if it hadn't wasted so much of XXX's and my time. The value of this loss exceeds the purchase price of the dock. What do I want? A docking bay or a Compaq. That's my choice, dump the Gateway or buy another brand. The information to help you identify the model of dock is below. Let me know your decision as to what I should do. Dock SN: HD097090562 Price:????? Model #: ????? Availability: ??????